IT Service Desk Manager

2 days ago

Exeter, United Kingdom Office Angels Full time

**JOB TITLE**:IT Service Desk Manager

**LOCATION**: Exeter - driving licence essential

**SALARY**:£42,000-£46,000 dependent on experience

**BENEFITS**: 25 days holiday plus Bank Holidays, up to 10% performance related Annual Bonus, Group life assurance, Discounted RAC Breakdown Cover, Car, Wellbeing Service

**HOURS**: Monday - Friday (with 1 hour lunch break)

**TYPE**:Full Time /Permanent

**THE COMPANY**:Friendly, down to earth, supportive and progressive telecommunications company who really value their employees and provide fantastic training

**THE ROLE**:We are looking for an IT Service Desk Manager to join the busy and growing IT team. Reporting to the Head of IT & Systems Support, the purpose of this role is to provide a comprehensive, effective, professional, high quality andcustomer-focused IT service.

As the Service Desk Manager, you will develop and manage the service desk team, be responsible for coaching and mentoring, as well as producing training plans for your team. You will be actively involved in change, incident and problem management and demonstratebest use of the ITSM toolset.

**Key duties and responsibilities will include**:

- To provide leadership, support, and guidance for all Service Desk Engineers. Manage the team by setting and reviewing targets and objectives, monitoring performance, performing appraisals
- Drive a culture of service excellence within the team providing the necessary leadership and support to ensure all that all tickets, problems and requests are resolved timely and effectively using the IT service management tools
- Manage 3rd Parties, ensuring service levels are met, and driving a culture of service management
- Produce regular statistics and management reports for Senior Managers against set KPIs/SLAs, including undertaking regular service reviews
- Monitor systems for performance and availability, carry out line fault finding of all IT faults across the entire range of infrastructure, networks, systems and servers and escalate when required
- Install, configure, test and support a range of IT technologies including PC operating systems, desktop and business software, mobile and desktop hardware
- Develop and maintain a good knowledge of the customer site operations and ensure excellent communications and working relationships with the customer base
- Carry out procurement activities for the Service Desk, including negotiating with suppliers for price and delivery of IT hardware, place orders accurately
- Carry out accurate recording of all moves, adds and changes to IT hardware, software and service assets in the CMDB, ensuring it is updated accordingly
- Impart technical information clearly and succinctly to a non-technical audience
- Deputise for Head of IT & Systems Support when required

**YOUR EXPERIENCE & QUALIFICATIONS**:

- Demonstrable experience of leading a Service Desk or customer service team
- Excellent user knowledge of Office 365, Exchange Online and the full Microsoft Cloud Platform, with good technical understanding of the underlying infrastructure.
- Very good knowledge of all desktop and mobile hardware with good technical understanding of the underlying infrastructure to enable full fault finding
- Microsoft operating systems, IOS operating systems, mobile devices and data technologies
- Microsoft AD administration & Management tools
- Experience and knowledge of Incident, Problem and Change Management
- Experience and an understanding of service level management/ITIL
- Experience of coaching and mentoring teams
- Ability to meet service level targets

**Key Skills and Attributes**:

- Motivational team leader with demonstrable experience of working with a team to deliver business solutions to fixed deadlines.
- Excellent communication skills including: written, oral and presentation skills.
- Able to develop the skills and competencies of others through coaching and training.
- Problem solving skills and ability to work under pressure and maintain customer service ethic.
- Customer focused - always assessing the impact and benefits for customers as the first priority.
- Able to work co-operatively and productively with customers, other teams, functions and suppliers earning their respect and confidence.
- Communicate honestly, openly and clearly
- Excellent team worker

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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